Advanced Research in Economics and Business Strategy Journal
Volume 6, Numéro 2, Pages 281-293
2025-12-31
Market Monopoly Perspectives: Exploring The Relationship Between Service Delivery Quality And Customer Satisfaction Among Public Pension Beneficiaries In Tanzania
Authors : Nade Paschal . Emanuel Kalimuna .
Abstract
Abstract Ideally pension schemes are designed to support employees financially for the purpose of improving their welfare after long decades of their service provision and respective contributions. Fulfilling these obligations by the pensions’ schemes have been a subject of discussion. This study aimed to assess the service delivery quality influence on customer satisfaction in a non-competitive business environment. The study employed cross sectional research design with a sample size of 249 pension beneficiaries in Dodoma City. Data were collected through personally administered questionnaires and key informant interviews. The data were analysed through descriptive and inferential statistics. The findings indicate that the quality of service offered by pension service significantly influence the customers satisfaction. The findings specifically indicate that 42.6% of customer satisfaction can be explained by quality services related to benefit processing efficiency while 10.9% of customer satisfaction can be explained by the quality of services related to amount of benefits offered to pension beneficiaries. It is recommended that the PSSF pension scheme should improve benefit amount for adequacy, payment fairness and payment procedure to enhance overall member satisfaction. The scheme should consider reviewing the pension calculation formula as it relates to lower contribution to customer satisfaction.
Keywords
Quality, ; Service delivery, ; Customers, Satisfaction
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